Supervisor, Patient Engagement

Job Summary

Responsible for supervising daily operations of the enterprise contact center to ensure consistent, high-quality, and patient‑focused service. Oversees staff operations related to handling inquiries, scheduling, registration, and financial clearance activities. Ensures compliance with organizational policies, HIPAA regulations, payer requirements, and service‑level standards. Coordinates workflows, monitors performance, and implements process improvements to enhance operational efficiency and the patient experience.

• Supervises daily contact center operations, ensuring service levels and performance goals are met.
• Oversees staff performance by providing coaching, mentoring, and evaluations.
• Monitors quality of patient interactions and implements corrective action when needed.
• Ensures compliance with HIPAA, organizational policies, and payer requirements.
• Collaborates with clinical, billing, and revenue cycle teams to resolve escalated issues.
• Develops and maintains policies, procedures, and training resources for staff.
• Prepares and analyzes reports to monitor productivity, quality, and service‑level performance.
• Coordinates staff schedules and resource allocation to meet workload demands.
• Identifies and implements process improvements to optimize efficiency and patient satisfaction.
• Performs other duties as assigned.

High school diploma or equivalent.

0‑4 years of related/progressive experience. An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part‑time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

N/A.

• Lifting, pushing, or pulling objects up to 50 lbs: occasional (